prikaz prve stranice dokumenta RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE
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RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE
Journal of Business Economics and Management, 13 (2012), 2; 242-260. https://doi.org/10.3846/16111699.2011.620137
Pranic, Ljudevit; Roehl, Wesley S.

Citirajte ovaj rad

Pranic, Lj. i Roehl, W. S. (2012). RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE. Journal of Business Economics and Management, 13. (2), 242-260. doi: 10.3846/16111699.2011.620137

Pranic, Ljudevit i Wesley S. Roehl. "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE." Journal of Business Economics and Management, vol. 13, br. 2, 2012, str. 242-260. https://doi.org/10.3846/16111699.2011.620137

Pranic, Ljudevit i Wesley S. Roehl. "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE." Journal of Business Economics and Management 13, br. 2 (2012): 242-260. https://doi.org/10.3846/16111699.2011.620137

Pranic, Lj. i Roehl, W. S. (2012) 'RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE', Journal of Business Economics and Management, 13(2), str. 242-260. doi: 10.3846/16111699.2011.620137

Pranic Lj, Roehl WS. RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE. Journal of Business Economics and Management [Internet]. 05.04.2012. [pristupljeno 02.12.2024.];13(2):242-260. doi: 10.3846/16111699.2011.620137

Lj. Pranic i W. S. Roehl, "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE", Journal of Business Economics and Management, vol. 13, br. 2, str. 242-260, Travanj 2012. [Online]. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:124:479582. [Citirano: 02.12.2024.]

Za citiranje koristite ovu mrežnu adresu: https://urn.nsk.hr/urn:nbn:hr:124:479582
Podaci o radu
Naslov (engleski)RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE
AutorLjudevit Pranic
AutorWesley S. Roehl
Autorova ustanovaSveučilište u Splitu
Ekonomski fakultet
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Trgovina i turizam
Sažetak (engleski)
Generally, complainants have been given little power to effect how their service recovery encounter unfolds. Meanwhile, the satisfactory resolution of customer complaints has been a challenging task for many service organizations. Empowering customers in service recovery provides a solution for this challenge. However, the studies on customer empowerment (CE) have taken very narrow perspectives of CE and therefore, none of them individually can explain the nature of CE in service recovery situations among various services that represent the services industry. Based upon the review of the previous research, this article proposes a more integrative theoretical framework in an attempt to better describe and explain the customers’ view of CE in the management of service recovery encounters. According to the proposed model, the degree of complainant-perceived empowerment during service recovery determines both the level of complainant's affective/cognitive responses and the level of subsequent complaint satisfaction. Implications are provided and discussed from both practical and theoretical perspectives.
Ključne riječi (engleski)
Jezikhrvatski
Vrsta publikacijeZnanstveni rad - Izvorni znanstveni rad
Status objaveObjavljen
Vrsta recenzijeRecenziran - međunarodna recenzija
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov časopisaJournal of Business Economics and Management
Brojčani podacivol. 13, br. 2, str. 242-260
p-ISSN1611-1699
e-ISSN2029-4433
DOIhttps://doi.org/10.3846/16111699.2011.620137
URN:NBNurn:nbn:hr:124:479582
Datum objave publikacije2012-04-05
URL dokumentahttps://journals.vilniustech.lt/index.php/JBEM/article/view/4384
Vrsta resursaTekst
Prava pristupaOgraničen pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2024-07-17 21:58:04